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Genesys Cloud enhancements

Threshold for Genesys Short Conversation

Thresholds can now be set for a Short Conversation where the conversation length is equal to or less than the threshold value.


Problematic Call Alarm for a Genesys Conversation

Genesys Cloud Users can flag a problematic voice interaction using "Flag Voice Quality Issue". This will then generate a Genesys Cloud Conversation Problematic Call alarms in VSM.

At a glance, you'll immediately know the agent who handled the problematic call. We've updated the Administered Id field value to show both User Name and Conversation IDs.


Bug fixes

Genesys Conversation - Problematic Call

No equipment form will load except ACM. The issue where the form for editing equipment (Service Desk > Equipment Locations > Manage Equipment) was not loading has been fixed.

Generated Cisco calls are now showing in the SIP Session Trace grid. The fix to the Cisco calls not shown or not processed has been tested in APAC and UK regions.

We've now deployed to the EMEA (UK) and US regions (made to Containerized

app) the fix to the issue where the SIP Trace messages are displayed in wrong order for AudioCodes, Ribbon and Cisco (done in VSMP-14868).


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